Providing access to diagnostic information to an interested party, such as a computer remote support agent
First Claim
Patent Images
1. A method of providing access to computer diagnostic information to an interested party comprising:
- a) obtaining the information, b) passing the information to a holding location unknown to the interested party, c) receiving, using the computer, a location identifier, and d) transmitting the location identifier to the interested party to enable the party to access the information at said holding location.
3 Assignments
0 Petitions
Accused Products
Abstract
A method of providing access to computer diagnostic information to an interested party comprising:
a) obtaining the information,
b) passing the information to a holding location unknown to the interested party,
c) receiving, using the computer, a location identifier, and
d) transmitting the location identifier to the interested party to enable the party to access the information at said holding location.
45 Citations
34 Claims
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1. A method of providing access to computer diagnostic information to an interested party comprising:
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a) obtaining the information, b) passing the information to a holding location unknown to the interested party, c) receiving, using the computer, a location identifier, and d) transmitting the location identifier to the interested party to enable the party to access the information at said holding location. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 29, 30)
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23. An arrangement for providing remote support to a computer user, comprising:
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a) a configuration information gathering element, operable to gather configuration information relating to the computer, b) a configuration information dispatch element, operable to dispatch the configuration information to a holding location, c) a location identifier receiving element, operable to receive a location identifier which identifies the holding location, d) a location identifier transmission element, operable to transmit the location identifier to a remote support agent, and e) a support agent connection element, operable to establish a connection to the holding location, whereby the support agent may access the configuration information.
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24. In a support agent environment, apparatus for providing remote support to a computer user, comprising
a) a location identifier receiving element, operable to receive, from the computer, a location identifier which identifies a holding location at which is held configuration information relating to the computer, and b) a support agent connection element, operable to establish a connection to the holding location, whereby the support agent may access the configuration information.
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26. In a client environment, apparatus for obtaining remote support for a computer user, comprising:
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a) a configuration information gathering element, operable to gather configuration information relating to the computer, b) a configuration information dispatch element, operable to dispatch the configuration information to a holding location, c) a location identifier receiving element, operable to receive a location identifier which identifies the holding location, d) a location identifier transmission element, operable to transmit the location identifier to a remote support agent, whereby the support agent may access the configuration information to provide remote support to the user.
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27. A method of providing access to computer diagnostic information to an remote support agent comprising:
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a) obtaining the information using a software agent received from an internet source;
b) using a first data channel to pass the information to an internet site unknown to the computer support agent, c) receiving, using the computer, information defining a URL, and d) using a second data channel to transmit the information defining a URL to the computer support agent to enable the agent to access the information at the internet site in a form differing from that in which it is received by the computer, the transmission over the second data channel comprising a sound. - View Dependent Claims (28)
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31. Apparatus for providing access to computer diagnostic information to an remote support agent comprising:
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a) a software agent for obtaining the information;
b) means to pass the information to an internet site unknown to the computer support agent using a first data channel, c) means for receiving information defining a URL, and d) means to transmit, using a second data channel, the information defining a URL to the computer support agent in a form differing from that in which it is received by the computer to enable the agent to access the information at the internet site, the transmission over the second data channel comprising a sound. - View Dependent Claims (32)
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33. An arrangement for providing access to computer diagnostic information to an remote support agent comprising:
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a) an execution environment for executing a software agent from an internet source;
b) computer program code for passing the diagnostic information to an internet site unknown to the computer support agent using a first data channel, c) computer program code for receiving information defining a URL, and d) computer program code for transmitting, using a second data channel, the information defining a URL to the computer support agent in a form differing from that in which it is received by the computer to enable the agent to access the information at the internet site, the transmission over the second data channel comprising a sound. - View Dependent Claims (34)
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Specification